Guided Selling¶

engagement customer

Associates can deliver explainable, context-aware recommendations that improve the assisted selling experience.

Assists store associates and customers with context-aware product discovery, comparison, and next-best-action recommendations. Uses customer consented profile data, product knowledge, and current availability while preserving associate judgement and the customer's ability to decline a recommendation.

Overview¶


ID	`guided-selling`
Domain	customer
Classification	`engagement`
Actors	`customer`, `store-associate`, `system`
Services	2
Events	2
Processes	0
Applications	2

Services¶

ID	Name	Description
`generate-recommendation`	Generate Recommendation	Generates an explainable product or next-best-action recommendation using approved customer and commerce context.
`record-recommendation-response`	Record Recommendation Response	Records whether a customer or associate accepted, declined, or deferred a recommendation and the stated reason where available.

Events Emitted¶

Event	Type	Subject	Description
`recommendation-generated`		``	An explainable product or next-best-action recommendation was generated for an approved assisted selling context.
`recommendation-responded`		``	A customer or associate response to a recommendation was recorded for outcome learning and audit.

Applications¶

Application	Name	Tier
`associate-workspace`	Associate Workspace
`decision-intelligence-service`	Decision Intelligence Service

Metrics & KPIs¶

Metric	Alias	Unit	Direction
Recommendation Acceptance Rate	RAR	percentage	↑

Touchpoints¶

Touchpoint	Type
🏪 Associate Mobile Workspace	Physical